Customer Experience Supervisor

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VSP Vision Care

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1955

⚕️ Healthcare Insurance

🛒 Retail

Healthcare Insurance • Retail

VSP Vision Care is a leading eye care company that focuses on providing access to quality eye care and eyewear solutions. With a comprehensive portfolio of services, VSP Vision Care supports both individuals seeking eye health services and providers managing their practices. The company is committed to social responsibility, emphasizing health equity, sustainability, and a culture of belonging. Through initiatives such as Follow Your Heart, VSP Vision Care helps people maximize the value of their offerings, starting with eyewear. Recognized for its customer service excellence and commitment to diversity and inclusion, VSP Vision Care strives to empower human potential through sight. It has also been acknowledged as a top workplace in healthcare and is committed to supporting veterans and the military-connected community.

📋 Description

• Supervise, evaluate, and develop customer service staff in support of customer satisfaction goals for all publics • Monitor work of unit personnel ensuring standards are met for assigned business functions/channels of service • Develop, maintain, and monitor unit standards, processes, and procedures to ensure efficient, accurate processing • Assure effective communications are maintained within the Unit and externally • Be alert to customer trends and potential problems, escalate issues as appropriate • Assist in the development of unit budget, monitor expenses to ensure costs are within established levels • Coordinate with other units/departments to facilitate special requests and resolve workflow issues

🎯 Requirements

• Bachelor’s degree in related field or equivalent experience • Minimum of 2 years of leadership experience in a business-related environment • Ability to communicate to all levels of the company • Strong organizational and project management skills • Excellent verbal and written communication skills • Proficient with spreadsheet and word processing applications • General knowledge of call center technology and servicing channels is desired, but not required • Ability to analyze work processes and make recommendations to improve department efficiency • Ability to regularly exercise discretion and independent judgment in the performance of his/her job duties • For roles that are remote (i.e., Work From Home (WFM)) or hybrid (i.e., partial onsite at a VSP location and WFM), must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings to support effective communication and team alignment

🏖️ Benefits

• Eligible bonuses and commissions